ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Assets ManageEngine ServiceDesk Plus 8.0 :: Admin Guide ManageEngine ServiceDesk Plus helps to manage all your IT and Non-IT assets. ServiceDesk Plus offers a single view to track and manage all your assets with ServiceDesk Plus, you can track and manage ownership of � IT, Non-IT and Asset Components. � Software Asset Management IT & Non-IT Asset Management ServiceDesk Plus helps you to manage, � IT assets such as, workstations, switches, routers, printers, and access points � Non-IT assets such as basic fixtures, furniture, chairs, tables, projectors, and desk phones � Asset Components such as keyboards, Mouse and even your printer inks. Software Asset Management Software License Management ServiceDesk Plus helps you to manage software licenses installed across the enterprise. You can consolidate and manage all your software licenses from a single screen. ServiceDesk Plus will scan and automatically pickup license keys for Microsoft Windows and Microsoft Word. You can key-in all the licenses purchased earlier and track future purchase of software licenses through the Purchase module. Software Metering ServiceDesk Plus helps you to track the usability of the installed software across organization. It gives the count of rarely used, frequently used and occasionally used software. Software Compliance ServiceDesk Plus tracks purchased versus installed licenses helping you to ensure software license compliance. The scheduled scan alerts you when an unauthorized software installation is detected, ensuring software compliance on an on-going basis. ZOHO Corp. 177
IT Assets ManageEngine ServiceDesk Plus 8.0 :: Admin Guide All IP based assets are discovered under IT assets. The list of possible IT assets are given below, � Workstations � Printers � Switches � Servers � Routers � Access Points � Adding New IT Assets � Editing Assets � Adding Assets to Groups � Assigning Assets to Department � Modifying the State of the Assets � Change log-in Credentials of IT Assets � Bulk Scan of IT Assets � Deleting Assets � Importing Asset Details from CSV � Viewing Asset Details � Copying Resources � Attaching Assets � Attaching Components � Attaching Documents � Assigning Assets to Users/Departments/Assets � Adding New Workstation � Bulk Scan of Newly Added Workstations � Changing Workstation as Server � Viewing Workstation Details � Print Preview of Workstations � Modify Type � Adding Software � Deleting Workstations ZOHO Corp. 178
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Solutions ManageEngine ServiceDesk
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Installation and Getting Started
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To shut down the ServiceDesk Plus a
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If you do not wish to view the Read
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Configuring MYSQL Server ManageEngi
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Uninstalling ServiceDesk Plus � I
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Contacting ZOHO Corporation � ZOH
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My View The My View tab displays th
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Recent Item ManageEngine ServiceDes
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My Tasks ManageEngine ServiceDesk P
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Publishing Announcements ManageEngi
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Scheduler ManageEngine ServiceDesk
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Technician Availability Chart Manag
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Configure Backup Technician: Manage
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5. Click on Calendar View to go bac
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Reminders ManageEngine ServiceDesk
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License Expiry Alert ManageEngine S
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Request List View ManageEngine Serv
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Creating a New Incident ManageEngin
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Raising Service Requests ManageEngi
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Manage Custom Views ManageEngine Se
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Viewing Discussion Notes ManageEngi
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History Tab ManageEngine ServiceDes
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Closing Requests ManageEngine Servi
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Assigning a Technician for the Requ
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Unassigning a Technician from a Req
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Adding Notes ManageEngine ServiceDe
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12. Specify the Status of the task.
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Merging Requests ManageEngine Servi
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Linking Requests ManageEngine Servi
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Deleting Requests ManageEngine Serv
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the same on selecting from the comb
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Adding a Resolution You can add res
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Submit For Approval ManageEngine Se
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Viewing Requester Details ManageEng
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E-mail the Technician To e-mail a t
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Request Conversations ManageEngine
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Requests ManageEngine ServiceDesk P
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My View Completed Requests ManageEn
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Searching Requests ManageEngine Ser
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Assigning Technicians ManageEngine
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Request List View ManageEngine Serv
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Viewing Request Details ManageEngin
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Adding Resolution to a request Note
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Problems Problem Management This mo
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6. Select the Status of the problem
Page 128 and 129: Editing a Problem To edit a problem
Page 130 and 131: Picking Up Problem ManageEngine Ser
Page 132 and 133: To bulk assign problems to technici
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Page 136 and 137: Adding Tasks ManageEngine ServiceDe
Page 138 and 139: Adding Work Logs ManageEngine Servi
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Page 142 and 143: Adding Reminders ManageEngine Servi
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Page 146 and 147: To delete an announcement, ManageEn
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Page 150 and 151: Creating New Change ManageEngine Se
Page 152 and 153: Forward Schedule of Change ManageEn
Page 156 and 157: Viewing Change Details ManageEngine
Page 158 and 159: Editing a Change To edit the change
Page 160 and 161: Adding Notes ManageEngine ServiceDe
Page 162 and 163: Viewing Reminders You can view the
Page 164 and 165: Adding Work Logs ManageEngine Servi
Page 168 and 169: Deleting Change ManageEngine Servic
Page 170 and 171: Associating Problems to a Change Ma
Page 172 and 173: To delete an announcement, ManageEn
Page 174 and 175: Change Planning ManageEngine Servic
Page 176 and 177: 14. Click the link in the mail to o
Page 180 and 181: Adding IT Asset ManageEngine Servic
Page 182 and 183: Editing Assets To edit the resource
Page 184 and 185: Assigning Assets to Department/Site
Page 188 and 189: Deleting Assets ManageEngine Servic
Page 190 and 191: Viewing IT Asset Details ManageEngi
Page 192 and 193: Copying Assets ManageEngine Service
Page 194 and 195: Attach Component To attach componen
Page 198 and 199: Bulk Scan of Newly Added Workstatio
Page 200 and 201: Viewing Workstation Details ManageE
Page 202 and 203: Viewing Contracts of the workstatio
Page 204 and 205: Modify Type To Modify Device type,
Page 206 and 207: Adding Software Using this option y
Page 208 and 209: Remote Desktop Sharing ManageEngine
Page 212 and 213: 12. Click Ok on Logon Properties wi
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Page 216 and 217: Deleting Components ManageEngine Se
Page 218 and 219: Copying Resources ManageEngine Serv
Page 220 and 221: Attaching Documents To attach docum
Page 224 and 225: Adding Non-IT Assets to Group Manag
Page 226 and 227: Modifying the State of Non-IT Asset
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Viewing Non-IT Assets Details Manag
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Copying Resources ManageEngine Serv
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Attach Component To attach componen
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Software Asset Management ManageEng
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Adding New Software To Add new Soft
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Allocate Licenses to a single machi
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Changing Software Category ManageEn
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Associating Software Minor Versions
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Software Summary ManageEngine Servi
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7. Specify the Description and Term
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Editing and Deleting License Agreem
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Software License ManageEngine Servi
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Individual License/OEM ManageEngine
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Viewing Software Licenses ManageEng
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Attach Document to Software License
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Editing and Deleting Service Packs
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Creating New Group ManageEngine Ser
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Editing & Deleting Groups To Edit G
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Purchase Order Configurations Manag
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Purchase Order Additional Fields Ma
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Cost Center ManageEngine ServiceDes
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Notification Rules ManageEngine Ser
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Creating a New Purchase Order To cr
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PO Approval Process ManageEngine Se
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Ordered Purchase Order ManageEngine
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Associated Assets To associate asse
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Adding Invoice details and Notifica
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Adding Payment details & Notificati
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E-mailing the PO Owner ManageEngine
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Editing Purchase Order ManageEngine
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Deleting Purchase Orders ManageEngi
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Contracts ManageEngine ServiceDesk
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Creating a New Contract To create a
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Viewing a Contract To view a contra
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Viewing Contract Owner Details Mana
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Print Preview of Contract To print
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E-mailing the Vendor To notify the
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Solutions ManageEngine ServiceDesk
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Adding a New Solution ManageEngine
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Submit for Approval ManageEngine Se
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Approve/Reject Solution ManageEngin
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Search Solutions ManageEngine Servi
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Managing Topics ManageEngine Servic
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Configurations ManageEngine Service
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Request Form Customizer ManageEngin
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Create New Item, ManageEngine Servi
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Configuring Status ManageEngine Ser
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Configuring Level ManageEngine Serv
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Request Closure Code ManageEngine S
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Configuring Impact ManageEngine Ser
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Delete Priority ManageEngine Servic
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Configuring Request Type ManageEngi
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Resolution Template ManageEngine Se
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Task Template ManageEngine ServiceD
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Mail Server Settings Configuring Ma
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E-Mail Command ManageEngine Service
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Configuring Sites ManageEngine Serv
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Configuring Operational Hours Manag
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Delete Holidays ManageEngine Servic
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Configuring Business Rules ManageEn
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Configuring Service Level Agreement
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Response Time: There is only one le
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Configuring Notification Rules Mana
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Preventive Maintenance ManageEngine
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Incident Template ManageEngine Serv
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Add Tasks ManageEngine ServiceDesk
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Service Catalog ManageEngine Servic
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Service Catalog - Service Categorie
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Service Catalog - Additional Fields
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Editing SLA ManageEngine ServiceDes
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To add resources, 1. Click Add Reso
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Approver Details ManageEngine Servi
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Editing Services To edit a service
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Configuring Roles ManageEngine Serv
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Import Requesters from Active Direc
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Configuring Technician Groups Manag
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Delete Group ManageEngine ServiceDe
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Robo Technician ManageEngine Servic
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Excluding Technicians from auto ass
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Problem Additional Fields ManageEng
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Change Type ManageEngine ServiceDes
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Change Advisory Board ManageEngine
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Change Closure Rules ManageEngine S
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Scanning Windows Machine ManageEngi
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Agent Mode ManageEngine ServiceDesk
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Un-installing the Agent ManageEngin
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Windows Domain Scan ManageEngine Se
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Network Scan ManageEngine ServiceDe
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Windows Machine 1. Click Add New Ne
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Click Scan. ManageEngine ServiceDes
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Scanning WAN environment ManageEngi
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Checking for Newly Added workstatio
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Installing the Remote AE Server Man
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General Settings ManageEngine Servi
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Configuring Product Types ManageEng
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Configuring Products ManageEngine S
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Configuring Vendors ManageEngine Se
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Workstation Additional Fields Manag
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Resource State ManageEngine Service
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Configuring Software Type ManageEng
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License - Additional Fields ManageE
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Importing License From CSV ManageEn
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User Survey ManageEngine ServiceDes
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Viewing Survey Results ManageEngine
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Configuring Self Service Portal Set
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Customize ServiceDesk ManageEngine
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Data Archiving ManageEngine Service
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Authentication mechanism between th
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ServiceDesk Plus API � Purpose of
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Servlet API � About Servlet API
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Request Attributes and xml Response
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access permissions then a "Failure"
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Attribute Comment ManageEngine Serv
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Attribute Comment username Login Na
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Site Attributes and xml Response Th
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The sample form to update sites can
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Asset Attributes and xml Response M
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Note: ManageEngine ServiceDesk Plus
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REST API � About REST API � Gen
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REST API supported operations Manag
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Unable to browse High New York Netw
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High SLA Email Howard Stern O
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Notes Related Operations ManageEngi
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Viewing Note To view one of the not
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Key Points: ManageEngine ServiceDes
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Output: Success Work Log added s
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Key Points: ManageEngine ServiceDes
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Reports ManageEngine ServiceDesk Pl
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Reports on Pending Problems ManageE
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Custom Reports ManageEngine Service
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Creating New Query Reports 1. Click
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Custom Settings ManageEngine Servic
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System Log Viewer ManageEngine Serv
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Personalize ManageEngine ServiceDes
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Back up and Restore � In Windows
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ServiceDesk Plus Editions ServiceDe
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Error Message ManageEngine ServiceD
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Error Message Cause Request for sca
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